Walk-Ins Welcome: A Healthcare Marketing Podcast

Hosted by Patient Care Marketing Pros

Business MarketingInterviews guests

Website RSS feed LinkedIn Instagram YouTube

Episodes

239

Latest episode

Jun 2026

Language

About the show

Welcome to 'Walk-Ins Welcome: A Healthcare Marketing Podcast,' presented weekly by Nick Hoard and Michael Ray of Patient Care Marketing Pros. Tune in each week to hear from Nick and Michael as they share valuable advice, engaging interviews, and success stories to inspire and inform you about the nuances of healthcare marketing to help you increase your clinic's patient volume.

Listen to episodes

60 recent

June 10, 2026Episode 23435 min

Ep. 234 AI vs. Marketing Agencies: What Urgent Care Owners Need to Know

AI is everywhere right now.From content creation and reporting to ad management and automation, clinic owners are being bombarded with messages telling them to fire their marketing agency and let AI handle everything instead.But is that actually a good idea?In this episode of Walk-Ins Welcome, Nick and Michael unpack the growing trend of AI-powered marketing services and the flood of "fire your agency" ads targeting healthcare businesses. They discuss where AI genuinely adds value, where it falls short, and why urgent care marketing still requires human expertise, strategy, and accountability.The conversation explores how AI is changing agency operations, common mistakes clinics make when relying too heavily on automation, and why marketing success in healthcare depends on much more than content generation. From local SEO and Google Business Profiles to reputation management, patient experience, and front desk performance, they explain why technology should enhance your team, not replace it.If you're wondering whether AI can replace your marketing agency, this episode provides a practical look at what's working today and what urgent care owners should be cautious about moving forward.🔥 In This Episode, You’ll Learn:🤖 Why "fire your agency and use AI" has become one of the biggest marketing trends of 2026📉 The real reasons so many clinic owners have lost trust in marketing agencies⚙️ Where AI excels, including reporting, research, analysis, and automation🚫 Why AI alone cannot fix poor patient experience, weak operations, or bad front desk performance📍 How local healthcare marketing differs from generic AI-generated strategies🏥 Why urgent care marketing requires industry-specific expertise and context💡 How AI can make marketing teams more efficient without replacing human strategy📊 The hidden costs many businesses discover after fully committing to AI tools🔍 Why clinics should view AI as a tool, not a replacement for marketing leadership🚀 What the future of healthcare marketing may look like as AI adoption continues to grow🛠️ Resources:Learn more about Patient Care Marketing Pros and our 90-Day Patient Acquisition Framework:Website: https://patientcaremarketingpros.com/Interested in joining our upcoming Clinic Growth Mastermind?Visit: https://patientcaremarketingpros.com/💬 Stay Connected:Website: https://patientcaremarketingpros.comFacebook: https://www.facebook.com/patientcaremarketingprosLinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWAWant To Collaborate With Walk-Ins Welcome?Are you looking to dive into collaboration opportunities with Walk-Ins Welcome? Whether you're interested in being a guest, exploring sponsorship possibilities, inviting us onto your platform, or have a unique idea in mind, we're all ears!https://patientcaremarketingpros.com/podcast-inquiry/🎵 Intro and Outro Music by Devin Smith:https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

June 3, 2026Episode 23326 min

Ep. 233: Meet the Pros: Lessons From Restaurants, Marketing, and Client Success with Hal Craig

Running a successful business takes more than great service. It takes visibility, trust, and a marketing strategy that actually drives results.In this Meet The Pros episode of Walk-Ins Welcome, Michael sits down with Patient Care Marketing Pros Client Success Manager Hal Craig to talk about his unique journey from restaurant ownership and distribution sales into the world of healthcare marketing. Hal shares lessons learned from operating multiple restaurants, building brands from scratch, and helping urgent care clinics navigate the challenges of growth.The conversation explores what business owners often misunderstand about marketing, why trust and partnership matter when working with an agency, and how the most successful clinics approach patient acquisition. Hal also discusses the importance of branding, omnipresence, promotional marketing, and why the best marketing results come when clinics and agencies work together toward the same goals.Whether you're an urgent care owner, operator, or healthcare marketer, this episode offers practical insights into what drives long-term growth and why marketing is about much more than just running ads.🔍 In This Episode, You’ll Learn:🏥 Why urgent care marketing is about more than just digital advertising📈 The biggest misconception clinic owners have about marketing🤝 Why the strongest client-agency relationships are built on trust and communication🎯 How branding, reputation, and patient experience impact growth📞 Why marketing works best when operational challenges are addressed too🎨 The role creativity plays in effective marketing campaigns📍 Why omnipresence helps clinics build trust in their communities💡 Lessons Hal learned from owning and operating multiple restaurants🚀 What separates high-performing clinics from those that struggle to grow🧠 About Our Guest:Hal Craig is a Client Success Manager at Patient Care Marketing Pros, where he works directly with urgent care and healthcare clients to help them maximize the impact of their marketing efforts. Before joining PCMP, Hal spent nearly two decades as a business owner, operating multiple restaurant concepts and building brands from the ground up.His background also includes experience in logistics, distribution, promotional marketing, and business development, giving him a unique perspective on growth, customer experience, and brand building. Today, he combines that hands-on business experience with healthcare marketing strategy to help clinics strengthen patient acquisition and long-term success. 🛠️ Resources:Learn more about Patient Care Marketing Pros and our 90-Day Patient Acquisition Framework:Website: https://patientcaremarketingpros.com/Interested in promotional products and branded merchandise for your business?HopPro: https://hop-pro.com/💬 Stay Connected:Website: https://patientcaremarketingpros.comFacebook: https://www.facebook.com/patientcaremarketingprosLinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWAWant To Collaborate With Walk-Ins Welcome?Are you looking to dive into collaboration opportunities with Walk-Ins Welcome? Whether you're interested in being a guest, exploring sponsorship possibilities, inviting us onto your platform, or have a unique idea in mind, we're all ears!https://patientcaremarketingpros.com/podcast-inquiry/🎵 Intro and Outro Music by Devin Smith:https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

May 27, 2026Episode 23234 min

Ep. 232: The Urgent Care Hiring Crisis Nobody Wants to Talk About - Interview with Matthew Sherriff from SHS Recruitment Partners

Staffing is one of the biggest hidden growth challenges in urgent care.If your clinic cannot stay fully staffed, it impacts everything, patient experience, wait times, reviews, retention, and ultimately revenue.In this episode of Walk-Ins Welcome, Nick and Michael sit down with Matthew Sherriff, Owner and President of SHS Recruitment Partners, to unpack what is really happening in urgent care recruiting right now. Matthew shares what he’s seeing across hundreds of urgent care locations nationwide, why so many clinics struggle to keep positions filled, and the operational mistakes that quietly push great candidates away.The conversation dives into recruiting x-ray techs, APPs, MAs, and other key clinical staff, while also exploring culture, leadership, onboarding speed, clinic environment, and the role staffing plays in long-term clinic growth.If your clinic constantly feels understaffed, overwhelmed, or stuck in an endless hiring cycle, this episode gives a practical look at how better recruiting systems can improve operations and patient experience at the same time.🔥 In This Episode, You’ll Learn:📉 Why staffing shortages are quietly hurting urgent care growth🩻 Why x-ray tech recruiting has become one of the industry’s biggest challenges🏥 How clinic culture directly impacts recruiting and retention⚙️ Why reactive hiring creates long-term operational problems🤝 The difference between transactional recruiting and partnership-based recruiting📞 Why hiring speed matters more than most operators realize💬 How poor communication during recruiting causes clinics to lose great candidates🧠 Why leadership visibility and workplace environment matter to clinical staff📊 What separates clinics that consistently stay staffed from those constantly struggling🧠 About Our Guest:Matthew Sherriff is the Owner and President of SHS Recruitment Partners, a boutique healthcare recruiting firm specializing in permanent healthcare placement nationwide. His team has placed more than 600 providers and clinical staff across 300+ urgent care locations, including APPs, x-ray techs, MAs, and other key clinical roles. Matthew is also actively involved with workforce initiatives through the Urgent Care Association (UCA) and serves as President-elect of First Choice, Inc., a nationwide consortium of boutique healthcare recruitment firms.🛠️ Resources:Learn more about SHS Recruitment Partners:Website: https://www.goSHS.infoConnect with Matthew and SHS Recruitment Partners!Matthew's LinkedIn: https://www.linkedin.com/in/matthew-sherriff/Company LinkedIn: https://www.linkedin.com/company/shsrecruitmentpartners/Facebook: https://www.facebook.com/shsrecruitmentpartners/Instagram: https://www.instagram.com/shsrecruitmentpartners/Looking to grow patient volume, strengthen retention, and build a scalable marketing system? Explore PCMP’s 90-day patient acquisition framework:https://patientcaremarketingpros.com/💬 Stay Connected:Website: https://patientcaremarketingpros.comFacebook: https://www.facebook.com/patientcaremarketingprosLinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWAWant To Collaborate With Walk-Ins Welcome?Are you looking to dive into collaboration opportunities with Walk-Ins Welcome? Whether you're interested in being a guest, exploring sponsorship possibilities, inviting us onto your platform, or have a unique idea in mind, we're all ears! ⁠https://patientcaremarketingpros.com/podcast-inquiry/🎵 Intro and Outro Music by Devin Smith:https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

May 20, 2026Episode 23136 min

Ep. 231: Urgent Care Summer Slump? Occupational Medicine May Be the Answer - Interview with Ira Pasternack from WebForDoctors

Summer slowdown is real for many urgent care clinics, but it can also create one of the biggest growth opportunities of the year.In this episode of Walk-Ins Welcome, Nick and Michael sit down with Ira Pasternack, founder of WebForDoctors and lead instructor for the Occ Med Growth Cohort, to talk about how urgent care clinics can build and grow occupational medicine programs that create long-term, recurring revenue.Ira shares how occupational medicine sales and marketing differ from traditional urgent care marketing, why relationship-building matters more than ads alone, and how clinics can use slower seasons to build systems that continue producing results long after summer ends.The conversation covers employer outreach, networking, sales cycles, AchMed strategy, and how urgent care clinics can carve out their own niche even in competitive markets. If your clinic has talked about growing occupational medicine but never fully committed to a strategy, this episode gives a practical roadmap for getting started.🔥 In This Episode, You’ll Learn:☀️ Why summer can be the best time to build an occupational medicine strategy🏥 How occupational medicine creates recurring revenue opportunities for urgent care clinics📈 Why Occ Med marketing requires a completely different mindset than urgent care marketing🤝 How relationship-building and networking drive long-term Occ Med growth📞 What realistic occupational medicine sales cycles actually look like🧠 Why consistency matters more than trying one marketing tactic once📍 How clinics can compete even in crowded occupational medicine markets⚙️ What the Occ Med Growth Cohort teaches and how clinics can apply it immediately💬 Why systems and follow-up are critical for long-term account growth🚀 How urgent care clinics can use slower seasons to build future growth engines🧠 About Our Guest:Ira Pasternack is the founder of WebForDoctors and the lead instructor for the Occ Med Growth Cohort, presented by WebForDoctors in partnership with NAOHP. Ira has worked with urgent care practices since 1999 and has extensive experience helping clinics grow occupational medicine programs through strategic marketing, employer outreach, and relationship development.His early work with urgent care clinics exposed him to the unique sales and operational strategies required for occupational medicine, long before most clinics approached it intentionally. Today, Ira helps urgent care and occupational medicine teams create sustainable growth systems tailored to their local markets.🛠️ Resources:Learn more about the Occ Med Growth Cohort:https://growoccmed.com/pcmp/National Association of Occupational Health Professionals (NAOHP):https://naohp.com/WebForDoctors:https://www.webfordoctors.com/Marketing Against the Grain Podcast (mentioned by Ira):https://www.hubspot.com/podcasts/marketing-against-the-grainBook Mentioned:Who Not How by Dan Sullivan and Dr. Benjamin HardyLooking to grow patient volume, strengthen retention, and build a scalable marketing system? Explore PCMP’s 90-day patient acquisition framework:https://patientcaremarketingpros.com/💬 Stay Connected:Follow us on Facebook, LinkedIn, and YouTube for updates, insights, and behind-the-scenes content.Website: https://patientcaremarketingpros.comFacebook: https://www.facebook.com/patientcaremarketingprosLinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWAWant To Collaborate With Walk-Ins Welcome?Are you looking to dive into collaboration opportunities with Walk-Ins Welcome? Whether you're interested in being a guest, exploring sponsorship possibilities, inviting us onto your platform, or have a unique idea in mind, we're all ears! ⁠⁠https://patientcaremarketingpros.com/podcast-inquiry/⁠🎵 Intro and Outro Music by Devin Smith:https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

May 13, 2026Episode 23016 min

Ep. 230: Your Clinic's Hidden Growth Engine: Front Desk Training That Turns Calls Into Patients

Most urgent care clinics think they have a marketing problem when patient volume slows down.But in many cases, the real issue starts at the front desk.This week’s episode features a clip from our recent webinar focused on one of the biggest hidden revenue leaks in urgent care: missed calls, weak phone handling, and front desk systems that fail to convert patient demand into actual visits.Nick and Michael break down why the front desk should be treated as a patient acquisition engine, not just an administrative role. They unpack the real financial impact of missed calls, why scripts and accountability matter, and how small changes in communication can dramatically improve conversion rates without increasing ad spend.The conversation also covers call tracking, front desk hiring, roleplay training, patient experience, and the systems high-performing clinics use to turn more inquiries into appointments and repeat visits.If your clinic is generating demand but struggling to convert that demand into patient volume, this episode is worth your attention.🔥 In This Episode, You’ll Learn:📞 Why missed calls quietly cost clinics thousands in lost revenue📉 How weak phone handling impacts patient volume and repeat visits💬 Why the front desk should function like a patient conversion team🧠 The mindset shift from “receptionist” to growth-focused front desk📊 How to track call conversions, missed calls, and front desk performance🎯 Why scripts improve consistency, confidence, and patient experience🛠️ How roleplay training helps front desk staff improve faster🚀 Why systems and accountability matter more than personality alone📈 How small front desk improvements can increase patient volume without increasing marketing spend🛠️ Resources:Access the Missed Call Calculator mentioned in the webinar:https://patientcaremarketingpros.com/Looking to grow patient volume, strengthen retention, and build a scalable marketing system? Explore PCMP’s 90-day patient acquisition framework:https://patientcaremarketingpros.com/💬 Stay Connected:Follow us on Facebook, LinkedIn, and YouTube for updates, insights, and behind-the-scenes content.Website: https://patientcaremarketingpros.comFacebook: https://www.facebook.com/patientcaremarketingprosLinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWAWant To Collaborate With Walk-Ins Welcome?Are you looking to dive into collaboration opportunities with Walk-Ins Welcome? Whether you're interested in being a guest, exploring sponsorship possibilities, inviting us onto your platform, or have a unique idea in mind, we're all ears! https://patientcaremarketingpros.com/podcast-inquiry/🎵 Intro and Outro Music by Devin Smith:https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

May 6, 2026Episode 22925 min

Ep. 229: How To Turn Everyday Tasks Into Patient Growth

Most urgent care clinics are focused on the big moves. More ads, more locations, more services.But in reality, growth often comes from something much simpler.In this episode of Walk-Ins Welcome, Nick and Michael break down a concept that gets overlooked in almost every clinic. Excellence in the ordinary. From how patients are greeted, to how long they wait, to the small interactions that happen every day, these moments shape the entire patient experience.They share real-world examples from healthcare, restaurants, and even companies like Apple to show how small, consistent improvements can create a lasting reputation. The conversation also dives into how systems, team buy-in, and repeatable processes turn these small changes into real growth.If your clinic is doing the basics but not standing out, this episode will help you rethink where growth actually comes from.🔥 In This Episode, You’ll Learn:📞 Why everyday front desk interactions have a bigger impact than most marketing efforts🏥 How small improvements in patient experience can drive repeat visits and retention⭐ What “excellence in the ordinary” actually looks like inside a clinic📈 How consistency leads to predictability, stability, and profitability🤝 Why team buy-in is critical when improving processes and patient experience⚙️ How to build simple, repeatable systems that elevate your clinic over time💡 Why the smallest details, like communication and personalization, matter most🚀 How focusing on 1% improvements can compound into long-term growth🛠️ Resources:Looking to grow patient volume, improve retention, and build a scalable system?Explore PCMP’s 90-day patient acquisition framework: https://patientcaremarketingpros.com/💬 Stay Connected:Follow us on Facebook, LinkedIn, and YouTube for updates, insights, and behind-the-scenes content.Website: https://patientcaremarketingpros.comFacebook: https://www.facebook.com/patientcaremarketingprosLinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWAWant to be a guest, recommend someone for the show, or ask a question?We would love to hear from you. Email us at hello@patientcaremarketingpros.com🎵 Intro and Outro Music by Devin Smith:https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

April 29, 2026Episode 22828 min

Ep. 228: The Missing Piece in Urgent Care Growth: Clear Vision and Leadership

Most urgent care owners spend time training their teams on what to do.But very few take the time to explain why it matters.In this episode of Walk-Ins Welcome, Nick and Michael break down the concept of vision casting and why it is one of the most overlooked drivers of team alignment, culture, and growth in urgent care clinics. The conversation was sparked by a real client situation where staff resistance wasn’t a training issue. It was a lack of clarity around direction.They unpack how failing to communicate the vision leads to confusion, disengagement, and resistance to change. More importantly, they walk through how to fix it. From telling the story of how your clinic started to clearly defining where it’s going, this episode gives a practical framework for building buy-in at every level of your team.If your clinic is implementing changes but your staff isn’t fully on board, this is the conversation you need.🔥 In This Episode, You’ll Learn:🧠 Why training alone doesn’t create buy-in and what’s missing📉 How lack of vision leads to resistance, confusion, and turnover📖 Why storytelling is a critical part of leadership and culture building🎯 How to clearly communicate where your clinic is going and why it matters💬 Why your team needs a vision, and what happens when they don’t have one🤝 How to align your team’s personal goals with your clinic’s growth⚙️ Simple questions to help you define your mission, vision, and values🚀 Why your vision must be big enough to include your team’s goals🔁 The importance of setting goals and resetting them as your clinic grows🛠️ Resources:Learn more about the Entrepreneurial Operating System (EOS) and how it can help structure your clinic’s operations and leadership approach:Podcast Episode with Lynn Askin (EOS): [Search “Lynn Askin” on Walk-Ins Welcome]Looking to grow patient volume, strengthen retention, and build a scalable marketing system? Explore PCMP’s 90-day patient acquisition framework:https://patientcaremarketingpros.com/💬 Stay Connected:Follow us on Facebook, LinkedIn, and YouTube for updates, insights, and behind-the-scenes content.Website: https://patientcaremarketingpros.comFacebook: https://www.facebook.com/patientcaremarketingprosLinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWAWant to be a guest, recommend someone for the show, or ask a question? We’d love to hear from you!Email us at hello@patientcaremarketingpros.com🎵 Intro and Outro Music by Devin Smith:https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

April 22, 2026Episode 22643 min

Ep. 227: Retention Starts With Culture - Michael's UCA Talk

This episode of Walk-Ins Welcome features a live segment from Michael’s talk at the Urgent Care Association (UCA) conference, focused on one of the most overlooked drivers of clinic performance: culture.Too often, retention problems get blamed on pay or the job market. But as Michael breaks down, most turnover issues trace back to something deeper. Poor management, lack of appreciation, and weak communication systems all point back to culture.He challenges urgent care leaders to rethink how they engage with their teams, not just through annual reviews, but through consistent, intentional conversations. From one-on-ones to weekly reporting systems, this session gives practical ways to understand your staff, reduce turnover, and create an environment where people actually want to stay.If your clinic is dealing with staffing issues, burnout, or constant hiring cycles, this episode gives you a clear place to start.🔥 In This Episode, You’ll Learn:📉 Why employees leave for more than just pay, and what’s really driving turnover🏥 How culture impacts patient experience more than most clinics realize🧠 Why “culture is what happens when you leave the room” matters for leadership💬 The difference between annual reviews and meaningful one-on-one conversations📊 How weekly staff reporting can help predict burnout, disengagement, and turnover⚠️ Why leadership reactions can shut down honest feedback from your team🗣️ How gossip and poor communication quietly damage team performance🤝 Why investing in your people leads to better patient care and stronger operations⚙️ Simple systems you can implement this week to improve culture immediately🧠 About This Episode:In this featured UCA session, Michael Ray shares a practical framework for improving staff retention in urgent care by focusing on culture. From communication systems to leadership habits, he outlines simple changes that can have a major impact on team performance, engagement, and long-term stability.🛠️ Resources:Learn more about Patient Care Marketing Pros and how we help urgent care clinics grow patient volume and build stronger systems: https://patientcaremarketingpros.com/💬 Stay Connected:Follow us on Facebook, LinkedIn, and YouTube for updates, insights, and behind-the-scenes content.Website: https://patientcaremarketingpros.comFacebook: https://www.facebook.com/patientcaremarketingprosLinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWAWant to be a guest, recommend someone for the show, or ask a question? We’d love to hear from you!Email us at hello@patientcaremarketingpros.com🎵 Intro and Outro Music by Devin Smith:https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

April 15, 2026Episode 22639 min

Ep. 226: What Urgent Care Owners Need to Know About Voice AI Right Now - Interview with Ava Winslow & Axel Lonaeus from Flip

In this episode of Walk-Ins Welcome, Nick and Michael are sitting down with Ava Winslow and Axel Lonaeus from Flip to talk about how voice AI is changing the way urgent care clinics handle phone calls.They unpack the real cost of missed calls, how AI can support front desk teams without replacing the human touch, and why better call handling can improve patient access, billing support, and operational efficiency. Ava shares what she’s seeing across urgent care groups using Flip, while Axel gives a behind-the-scenes look at how the product is designed to sound natural, respond with empathy, and fit into real healthcare workflows.The conversation also explores outbound calling, transcripts, load balancing across clinic networks, and what’s next for AI in healthcare communication. If your phones are overwhelmed and your team is stretched thin, this episode offers a practical look at where voice AI can make an immediate difference.🔥 In This Episode, You’ll Learn:📞 How missed calls hurt patient access and cost clinics revenue🤖 What Flip’s voice AI handles, from scheduling to billing questions💬 Why empathy and tone matter in healthcare AI conversations📈 How better phone coverage can improve patient flow🔁 How outbound calling supports billing, follow-up, and communication🧠 How transcripts and call data reveal operational trends🏥 How voice AI routes patients to the right clinic or telehealth option⚙️ Why urgent care needs healthcare-specific communication tools🚀 What Ava and Axel see next for AI in healthcare communication🧠 About Our Guests:Ava Winslow is the Founding Account Executive leading the healthcare vertical at Flip CX, a company transforming patient communication with voice AI. With a background across hospitality, SaaS, and data centers, Ava brings a cross-industry perspective to healthcare technology. Originally from Kansas City and now based on the West Coast, she works with healthcare organizations nationwide to modernize call handling and patient communication workflows. Through Flip’s technology, Ava helps clinics move beyond traditional phone trees and improve patient access, scheduling, and billing communication.Axel Lonaeus is a Product Leader at Flip who helps build AI-powered voice agents designed to improve healthcare communication and patient access. With more than 10 years of product development experience, Axel helped scale Flip’s healthcare division from $200K to more than $2M in ARR and supported the company’s $20M Series A funding round at a $100M valuation. Originally from Sweden and now based in Brooklyn, Axel focuses on building tools that support real healthcare workflows. Outside of work, he mentors builders and judges hackathons across New York.🛠️ Resources:Connect with Ava on LinkedIn: ⁠https://www.linkedin.com/in/ava-winslow-529b94150/⁠Connect with Axel on LinkedIn: ⁠https://www.linkedin.com/in/axellonaeus/⁠Reduce dropped calls with Flip: ⁠https://flipcx.com/⁠Explore PCMP’s 90-day patient acquisition framework: ⁠https://patientcaremarketingpros.com/⁠📚 Books Mentioned:Unreasonable Hospitality by Will Guidara https://www.amazon.com/Unreasonable-Hospitality-Remarkable-People-Purpose/dp/0593418573The Art of War by Sun Tzu https://www.amazon.com/Art-War-Sun-Tzu/dp/1599869772💬 Stay Connected:Follow us on Facebook, LinkedIn, and YouTube for updates, tips, and behind-the-scenes content.Website: ⁠https://patientcaremarketingpros.com⁠Facebook: ⁠https://www.facebook.com/patientcaremarketingpros⁠LinkedIn: ⁠https://www.linkedin.com/company/patient-care-marketing-pros/⁠YouTube: ⁠https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA⁠Want to be a guest, recommend someone for the show, or ask a question? We’d love to hear from you! Email us at ⁠hello@patientcaremarketingpros.com⁠🎵 Intro/Outro Music by Devin Smith:⁠https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ⁠"

April 8, 202629 min

Ep. 225 What Urgent Care Owners Revealed At The First-Ever Industry Mastermind

This week’s episode of Walk-Ins Welcome is a behind-the-scenes recap of PCMP’s first-ever urgent care Clinic Growth Mastermind, where clinic owners from across the country came together to share challenges, compare strategies, and work through real operational and growth problems.What quickly became clear is this. No matter the size, market, or experience level, most urgent care operators are dealing with the same core issues. Missed calls, front desk inefficiencies, hiring challenges, and unclear growth priorities continue to hold clinics back.Nick and Michael break down what actually happened inside the room. From honest conversations and peer-to-peer feedback to the “hot seat” sessions where owners worked through one critical problem in real time, this episode gives a practical look at how collaboration can drive better decisions and faster progress.If you feel like you are solving problems alone inside your clinic, this episode will show you why that might be the biggest bottleneck.🔥 In This Episode, You’ll Learn:📞 Why missed calls are still one of the biggest growth leaks in urgent care👥 Why most clinic challenges are shared across the industry, regardless of size🧠 How the “one thing” focus helps operators move from overwhelm to action💬 Why peer feedback can unlock solutions faster than working in isolation⚙️ How operational issues, not marketing, often limit patient growth📉 Why some clinics ignore obvious revenue opportunities and how to fix it🤝 How collaboration between clinics can create opportunities instead of competition📊 Why setting clear, slightly uncomfortable goals leads to better outcomes🚀 How to build a 90-day implementation plan that actually gets executed🧠 About This Episode:This episode is a recap of PCMP’s first in-person Clinic Growth Mastermind, hosted in Birmingham, Alabama. The event brought together urgent care owners and operators for a day of problem-solving, peer discussion, and implementation planning.Instead of lectures or presentations, the mastermind focused on real conversations. Attendees identified their biggest challenges, received direct feedback from peers, and left with a clear plan to take action on one key issue inside their clinic.🛠️ Resources:Interested in future Clinic Growth Masterminds and virtual sessions? Stay connected with PCMP for upcoming opportunities.Looking to grow patient volume, improve operations, and build a scalable system for your clinic?Explore PCMP’s 90-day patient acquisition framework:https://patientcaremarketingpros.com/💬 Stay Connected:Follow us on Facebook, LinkedIn, and YouTube for updates, insights, and behind-the-scenes content.Website: https://patientcaremarketingpros.comFacebook: https://www.facebook.com/patientcaremarketingprosLinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWAWant to be a guest, recommend someone for the show, or ask a question? We’d love to hear from you!Email us at hello@patientcaremarketingpros.com🎵 Intro and Outro Music by Devin Smith:https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ